Has anyone else had problems being charged multiple times a month for the same thing? I’m also being charged 9.99 and 5.99 a month for BOOST that I’ve never subscribed to! It’s ridiculous, I’ve started chats, to be told that no I’m not being overcharged. When I have emailed proof no one has replied. I’ve raised this issue 3 times and I don’t know how anyone can deny I am actually paying for and can’t cancel subscriptions. They keep saying I don’t have boost on my account but I’m paying twice a month for it!! Does anyone have any suggestions to how I can through to these absolute morons??!!!
£5.99 is NOT boost. The price for boost is £5.
Did you previously have a sports mobile membership? As this would explain the £5.99.
Do a search on the fourm and you will find methods to get in touch with staff.
Most offers include a week free of boost. Which is then £5 unless cancelled.
OK, then chances are you had a free Boost offer for a month and didn't cancel it before it expired. So you will have been charged at full price. Check your memberships in My Account, you can cancel at any time subject to the monthly expiry date.
Feel for you I do. To be clear boost only costs £5, less if you cancel and get given a discounted offer.
As for the £9.99 this would either be entertainment or cinema.
Boost doesn’t just give you 1080p. It also gives you advert free on demand content, along with 5.1 sound and 3 streams instead of 1.
Try this link to see if you have another duplicate account with the same payment details.
With you saying bot, it seems like you’re clicking “get help quicker” which is the bot. To speak with staff you need to click “chat online” within the green box.
If I were you I’d put a payment PIN on your account so nothing new can come off your current account without your permission.
If you rather, you can send an email to support. Address is in the below picture.
Not sure if you have mistaken me for a member of staff with that question?
As I am just a customer like you trying to help out where possible.
Hope you get it resolved in the end bud 😀
The Nowbot isn’t the way to find what memberships you have on your account.
Instead, on here, go to My Account/Manage Account/Your Membership/Now Membership and see what memberships are listed there, and what you are actually paying them.
Also, as @gavs82008 describes, when you visit
you may find you have one or more accounts open, which is the only way you can be paying twice for a given membership in the same month.
We didn’t see any extract from a bank statement posted here by the way; and if you want to post something, be careful what you reveal, as this is a public Community.
But if push comes to shove, and Live Chat
can’t help you, even if you give them the references on the payments to Now to follow up, then you can ask your bank to block the CPAs (Continuous Payment Authorities) via which Now are taking these payments from your debit card(s).
Dont let the bank tell you they can’t or won’t do this; they can, and they must, at your request.
But do tell Live Chat if you do this, as technically, you are breaking your side of an agreement you have made with Now, and they can seek redress from you for this.
As regards Now supplying and charging for memberships you haven’t agreed to, you will likely find that you have agreed to them, in the small print, even though you haven’t actually asked for them.
Now make it very easy to buy memberships - perhaps too easy - and perhaps ought to make it much clearer when you are committing to an add-on. So when they throw in a week’s trial of Boost, or extra memberships, they should be just that - a week’s trial - and Now having to ask you, by email perhaps, if you want to continue or not.
I’d like to see a UK law that nothing should be harder to cancel than it is to sign up to, which would make more than a few UK companies have to revise their practices, not just Now 😛
Glad to hear that you got it resolved!
Hope you had asked for that other account to be closed? So you wouldn't to worry about it going forward.
The thing is, the customer service contact information is there as I provided. However annoyingly it is very well hidden and almost in plain sight. From my understanding its like they want us to do all types of investigation before hitting the buttons to speak with members of staff.
Thankfully and touch wood I have never been in the position you are with unfortunately having another account.
That being said, all free trials I have come across on all services are a free trial and we will charge you unless cancelled. It would be nice to be automatic cancellation unless you want to stay with said product, then you never have to worry about having to cancel the service if all you were interested in was the free trial.
I’m not against Now letting a free trial of something you committed to by specifically asking, be it Entertainment, Cinema, Sport or what have you, turn into an ongoing subscription if you don’t cancel.
It’s things like an add-on trial of Boost, where it’s easy to miss that this too will turn into a subscription if you don’t cancel, or even of one or more extra memberships, where these should either not be ongoing, or else each should have its own specific confirmation page, to be accepted before any free trials of anything start, so that both the member and Now are clear on the arrangement, and no-one can accuse Now of slipping something under the radar.
It would also be a good thing if Now could carry out the duplicate membership check, based on credit/debit card number, and warn anyone taking out a second instance of a given membership on the same card that this was a duplication, and did they mean it?
As I suppose there might be cases where someone would do this, though I can’t think why…
It wouldn’t be foolproof of course - somebody might use a different card. But then the existing Now check wouldn’t catch this either.
Though hopefully Now can now backtrack from the payment reference on a CPA to identify the account it is coming from, so that, when a customer reports duplicate payments they can’t identify the account(s) for, Now can find these for them?
From my understanding its like they (Now) want us (customers) to do all types of investigation before hitting the buttons to speak with members of staff.
Now do indeed, but it’s usually a fond hope, and it usually results in we customers doing volunteer support either having to do that for them, or getting dinged for supplying the link straight off.
Though maybe Now have statistics for what percentage of people going to the Help needing the Live Chat option find the link unaided, and the percentage is much higher than I think? 😛